Systems Analyst
Role Overview
The Systems Analyst supports Meriplex’s Technical Assistance Center and reports to a TAC Manager.
The role resolves Level 1 end-user issues through the TAC ticketing system, following standard procedures and providing customer service.
Issues range from general desktop diagnostics to customer-specific application support.
Key Skills for This Role
Full Job Posting
Position summary
The Systems Analyst supports Meriplex’s Technical Assistance Center and reports to a TAC Manager.
The role resolves Level 1 end-user issues through the TAC ticketing system, following standard procedures and providing customer service.
Issues range from general desktop diagnostics to customer-specific application support.
Key responsibilities
- Provide general workstation support and customer-specific application support.
- Troubleshoot basic network, device, and user connectivity issues.
- Administer incident-response system reboots and provide basic operating system support.
- Provide basic Azure support and first-level virtual server triage to restore functionality.
- Follow standard operating procedures to resolve technical issues.
- Use Active Directory to manage distribution groups and create, change, or disable users.
- Provide basic printing and connectivity support using basic ITIL security practices.
- Deliver scripted application support.
- Troubleshoot TCP/IP and basic VPN connectivity issues and perform password resets.
- Provide basic end-user email support.
- Manage service requests using research, documentation, RMM tools, ticketing systems, and communication.
Knowledge, skills, and abilities
- Basic knowledge of Microsoft 365 applications and command line.
- Understanding of basic technical triage methods and TCP/IP.
- Ability to communicate technical information verbally and in writing to a wide range of end users.
- Ability to set service delivery expectations and provide exemplary customer service.
- Ability to work respectfully in a team environment.
- Adhere to ticketing documentation, process, and workflow methods; manage service requests with appropriate urgency and professionalism.
Preferred qualifications
- Prior MSP support desk experience is highly encouraged.
- A+, Network+, and Server+ certifications are listed.
- Azure support and basic Microsoft 365 certification are listed.
- Basic knowledge of network concepts, devices, and best practices is listed.
Work schedule and travel
- The Technical Assistance Center operates 24/7, with workday and after-hours shifts available Monday through Sunday.
- Estimated travel requirement is 0%.
Compensation
- Compensation is $23–$26 per hour.
Physical demands
The work is described as sedentary, involving sitting most of the time and occasional exertion of up to 50 pounds.
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